Return & Refund Policy (Australia)

1. Order Cancellations (Australia)

We do not accept order cancellations. Please consider your purchase carefully before placing an order 🙂

This applies to all orders, including pre-orders and factory direct shipments.

Exception: If we are unable to deliver your item around the ship-by date listed on the website, we will contact you to discuss your order and how to proceed. This may include the potential of a conditional cancellation or some form of compensation, depending on the circumstances.

If a cancellation is approved at any point, a 10% admin fee will apply to cover handling and communication time.

2. Australian Consumer Law (ACL) – Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product fails to comply with a consumer guarantee, you may be entitled to a remedy under the ACL. In the case of a major failure, this may include a refund or replacement, as well as compensation for any other reasonably foreseeable loss or damage. Where the failure is minor, we may choose to repair, replace, or provide another appropriate remedy.

What this does not cover

Consumer guarantees do not apply if you change your mind, no longer want the item, found it cheaper elsewhere, ordered the wrong item, or if the problem is caused by misuse, neglect, or not following care instructions. Claims must relate to a genuine fault or defect, not personal preference or expectations beyond what was advertised.

Evidence for claims

To assess any request under the ACL, we may ask you to provide reasonable evidence of the issue, such as photographs or videos, and, if necessary, to return the product for inspection. We cannot process a claim without sufficient evidence of the fault.

Compensation and timing

Any compensation under the ACL is limited to losses that are a direct and reasonable result of the product’s failure. This does not cover indirect or extraordinary claims such as lost income, missed opportunities, or inability to complete work. Customers must notify us of a fault within a reasonable timeframe after it is discovered.

Please note: our products are not capable of destroying or damaging your work (for example, they will not burn or ruin a rug). A fault may mean you cannot continue your work until the product is repaired or replaced, but this does not entitle you to claim for lost projects, sales, or earnings. Our responsibility is limited to the remedies set out in the ACL — repair, replacement, refund (where applicable), or covering reasonable return shipping costs for faulty items.

3. Non-returnable & Final Sale Items

The following items are non-returnable and non-refundable under any circumstances:

• All clearance or final sale items
• All tufting yarn
• All tufting cloth
• Latex (thin or thick)
• Hazardous or flammable goods (e.g. oils, spray adhesives)

This includes items sold on clearance, sale yarn, and sale cloth. These cannot be returned or refunded because we do not have facilities to re-measure, re-weigh, or restock these goods.

Exceptions may be made in rare cases. If you believe your situation warrants review, please email us. All such requests are considered on a case-by-case basis at our discretion.

4. Factory Direct Items

Factory direct orders are non-refundable except for store credit, and are subject to a minimum 20% restocking fee.

This is because we do not stock these items locally, and they are not set up to be returned to our warehouse network. If an exception is granted, the item will typically need to be returned to our flagship shop in New Zealand — at the customer’s expense.

5. Eligibility for Returns

We have a 30-day return policy, which means you must contact us within 30 days of receiving your item to request a return.

To be eligible for a return:

• The item must be unused and in its original condition
• It must be in its original packaging with SKU and barcode label still attached
• If packaging or internal labeling is missing, the item will not be accepted
• You must provide proof of purchase (order number or receipt)

Returns must be requested by emailing hello@allthingseffy.com.

6. Return Shipping & Processing Fees

Return shipping is at the buyer’s expense unless the return is due to our error (e.g., defective or incorrect item). A processing fee applies to all returns — a minimum of 10% to cover handling and restocking, and higher for large or complex returns.

Refund Method: Refunds will typically be issued as store credit. A refund back to your original payment method will only be provided if the item is unused, unopened, and returned within 30 days of delivery.

7. Tufting Machines & Used Equipment

Machines that have been opened and used — whether for five seconds or five hours — are considered used and are subject to a 30% restocking fee if returned.

We do not resell used machines as new. Returned machines are inspected and, if functional, relisted as refurbished. All used machinery must be returned to our New Zealand workshop. Please consider this before opening or using your machine.

8. Warranty – Eligible Tufting Machines

Eligible tufting machines are covered by a 6-month limited warranty. This warranty can be extended in paid 6-month increments, up to a maximum of 2 years.

The warranty covers the motor, circuitry, and main mechanical components. To make a claim, you must provide clear photo and/or video evidence of the fault. If the machine cannot be repaired, a replacement will be provided. Shipping costs are covered only in cases where the fault is due to a manufacturer’s defect.

Using your tufting machine on hessian, plastic weave, or any fabric not intended for tufting, or using incorrect adapters, will void your warranty. Repairs may still be available outside of warranty at the customer’s expense.

Machines covered under this warranty:

• New AK-I
• New AK-II
• New AK-IV
• New AK-V

Machines not covered under this warranty:

• AK-III
• KRD-I
• KRD-II
• Any other tufting machine not listed above

If you are unsure whether your machine is covered, please contact us to verify eligibility.

9. Other Items & Inspection Responsibility

In general, all items must be inspected within 30 days of delivery.

• You must open and check your parcel promptly to ensure all items are included and in the expected condition.
• Any claims for missing, incorrect, or defective items must be made within 30 days of receipt.
• After this period, we are unable to accept responsibility.
• If you do not notify us within this timeframe, we cannot provide refunds, replacements, or credit. It is your responsibility to confirm your order upon arrival.

Damages and Defects

If you receive a damaged, defective, or incorrect item, please contact us within 30 days of delivery so that we can make it right. The resolution may vary depending on the item and circumstances (for example: refund, replacement, or exchange). We will determine the best way to resolve the issue after reviewing your claim.

10. Missing Parcels

If your parcel is shown as undelivered or remains marked as in transit, you must notify us within a reasonable timeframe. As a guideline, this means within approximately 45 days of the order date.

• It is the customer’s responsibility to follow their parcel’s tracking journey and alert us promptly if something appears wrong.
• If your parcel is marked as delivered by the courier but has not been received, this will follow a separate courier claim process, and you must contact us without delay.
• Courier claims must be made promptly. If too much time passes, the courier will typically close the claim, and we will no longer be able to assist.
• If we request additional information from you to support a courier claim and you do not respond within a reasonable period, we cannot guarantee that the claim can be reopened or pursued further. Once closed by the courier, the opportunity to recover any funds or secure a resolution is lost.
• Failure to notify us promptly will release us from all liability.

All standard shipping times are clearly noted in our Shipping Policy. If you are unsure how long your parcel should take to arrive, please refer to that policy. If you are still uncertain, you are welcome to contact us directly at hello@allthingseffy.com, and we will advise you on the reasonable timeframes for delivery to your country or region.

Unclaimed Parcels

If your parcel is unclaimed and returned to us, a refund may be issued minus shipping and a 30% restocking fee. If the parcel is abandoned and destroyed, no refund will be issued. Please contact us immediately if you're unable to receive your shipment.

11. Refund Processing

Once we have inspected and approved your return, we will process your refund. As outlined in Section 6, refunds are typically issued as store credit. A refund to the original payment method will only be provided where the item is unused, unopened, and returned within 30 days of delivery.

Please allow up to 10 business days after we receive your return for inspection and processing. We will notify you of the outcome by email. Depending on your bank or payment provider, it may take additional time for a refund to appear in your account.

If you have any concerns about the processing of your refund, please reach out to us directly so we can work with you toward a fair outcome.

12. Return Shipping Costs & Process

Customers are responsible for all return shipping costs, unless the return is due to our error (such as sending the wrong item). Return shipping must be fully tracked and insured, as we cannot take responsibility for parcels lost or damaged in transit.

Return label options: In some cases, we will issue you a return shipping label after you have paid us the cost of return shipping. In other cases, you will arrange and pay for your own return shipping directly. In both situations, you must use a tracked and insured service.

All returns must follow this process:

1. Contact us first – You must notify us before sending back any items. We will provide the correct return address and instructions. Items returned without prior approval will not be accepted.
2. Tracking required – You must provide us with the return tracking number once your parcel has been shipped. If you fail to communicate the tracking details, we cannot guarantee that the return will be monitored or properly received by our warehouse.
3. Labeling requirements – The return must be clearly labeled with your name, contact details, and original order number. This ensures we know who the parcel belongs to and how to process it.
4. Packaging – Items must be securely packaged to prevent damage in transit. Items that arrive damaged due to poor packaging may not be eligible for a refund, credit, or replacement.

If you do not follow the above process (for example, sending a parcel randomly to our warehouse or address without prior approval, tracking details, or proper labeling), we cannot guarantee your return will be processed.

13. Return Inspection

Once we receive your return, it will be inspected to confirm that it meets the conditions outlined in this policy. Please allow up to 10 business days from the date your parcel is received for inspection and processing. We will notify you by email once the inspection is complete and advise you of the outcome.

If you are unsure about any part of our return inspection process, you can contact us directly at hello@allthingseffy.com.

14. Contact Information

This policy is issued by All Things EFFY Ltd (New Zealand), trading as All Things EFFY, operating internationally and from our fulfillment warehouse in Sydney, Australia.

• Email (all inquiries): hello@allthingseffy.com
• ABN (Australia): 29901604114 – GST collected
• Sales Tax: We collect GST in Australia and sales tax in other jurisdictions where required.